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Customer Profile & Screen Popup
In CIM, a person approaching the contact center for a query through any channel is a Customer. The schema of the Customer object is extendable so in addition to some predefined attributes, an administrator can also add more custom attributes based on their business needs. This helps to define what data each company would like to store for its customers. Customer attributes with the following data types can be defined:
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When a customer call lands on Cisco Finesse, the CIM application automatically looks up the customer profile based on the ANI and pops up the right profile in front of the agent (if the customer already exists). If it does not find any matching record, it provides the agent can with the interface to create a new profile itself for the customer on call.
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All customer records are listed on the Customers List page with filtering, sorting, searching capabilities.
With the Customer list, you can:
- Drag n drop columns to reorganize the list view. Each column here represents one attribute in Customer schema.
- Sort the customer list (ascending/descending) based on any column by clicking on the ascending/descending arrow icons. By default, the list is sorted based on the creation date of the record in descending order; i.e. the latest created being on the top.
- Page-wise navigation with the page index of the current page
- Resize columns, change the width according to the view preferences
- Column search. Search based on multiple columns is not yet available.
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Interactions
CIM stores customer's interactions as they interact with the Cisco call center. This includes both IVR and , agent-based voice interactions.
Therefore, each time when the customer calls in, the CIM agent gadget is automatically loaded with the customer's profile and its previous interaction history. At the end of the active call, the call is automatically linked to the already popped up customer profile. However, agents also have the capability to change the association and link the call to another, most appropriate customer if the need bebased on the conversation with the customer.
This way, while dealing with the customer, agents become fully aware of the customer's recent interactions and see why and how repeatedly, the customer had called in the past.
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On the Interaction History gadget, you can expand to view all activities tied together in an interaction.
The following details are available on the interaction history view:
Field | Description |
Customer Profile | Lists the complete profile of the customer in a collapsible mode |
DateTime | This shows the date when the call was received while individual times in each activity shows the start time of the activity. |
| ANI | The phone number of the customer from/to which the call was received/ initiated |
Call Wrap up(s) | Finesse Wrap-ups provided by each agent in the call. |
| Duration | The duration on of the interaction bar shows the total duration while the duration for each individual activity is also shown under the activity details |
| Call Type | Shows with an arrow if the call was INBOUND or OUTBOUND. The arrow direction is inward to show an inbound call and outward to show an outbound call. |
| Interaction Type | This shows, "Finesse" in case if the call includes all agent activities; i.e. if the call was transferred to an agent. Shows "IVR" if the call includes IVR activity only. |
Agent ID | The This shows the ID of the agent who handled the call. |
| Team Name | Shows the name of the team to which the agent belongs |
| Agent Extension | Shows the extension of the agent under details of the Agent Activity |
Start Time | This shows the time when the call was landed on the Finesse desktop |
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Click-to-dial call
While viewing a customer's profile, agents can also Agents can manually initiate a call to the a customer while viewing their profile.
Outbound calls are also stored as the customer's interaction history and available to the agent for subsequent interactions.
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Attribute Schema
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Click-to-SMS
Agents can also manually initiate an SMS to a customer while viewing their profile.
Extend Customer Object Schema
Add custom attributes to the Customer object based on your business needs.
System administrators or users with an “Admin” role can make changes to the Customer schema.extend the schema of the Customer. The user can add as many as 50 customized attributes to store information of their customers based on the needs of the business.
The attributes in the schema can also be re-ordered to change the order of the display. The order changes from here affects affect the order in which the fields are shown under in the Customer Profile View.